My name is Marcos Alcantara, and I am a regular customer at the New Westminster Queensborough Landing store (Canada - British Columbia).
I was at the store this morning (December 12th/2021) around 10:30am, with two friends that were also shopping. As soon as we arrived at the store, we felt that the temperature was a bit too high and as we were wearing our OWN jackets, we have decided to put them in my car that was parked outside.
I went outside the store holding my friend’s OWN jacket and wearing my OWN jacket and nothing else, when suddenly one of the store’s managers (a blond lady, her name is Lyud) came outside right behind me, literally screaming at me!! In a very AGGRESSIVE and RUDE way she asked (again, SCREAMING in the middle of the parking lot and in front of customers) where I was going with that jacket!!! She kept screaming questions, such as “Is there any problem with the jacket?” “Where are you going with that jacket?”. She was clearly accusing me of robbing her store, and I had no idea what she was talking about, because for me it was so obvious that I was just taking our OWN jackets to my car, and I would immediately go back into the store to meet my friends that were still there SHOPPING.
When I realized she was accusing me, I asked her if she checked the store cameras and told her those are our OWN jackets… she said she didn’t check the cameras, she just ASSUMED I was taking the jackets outside the store without paying for them. She had ONLY APPOLOGIZED when I told her I was going to write a formal complaint, and she said that wasn’t necessary because she had already realized her mistake, but I have never felt so DISRESPECTED in my whole LIFE! I felt she was watching me from the moment I arrived at the store, and I wonder why. Did my appearance or nationality play any role in this situation? I would love to hear back from her and from TOMMY HILFIGER.
It is OBVIOUS that I’m no longer a client of yours, but I’m still feeling extremely disrespected and OFFENDED by her and I would like to know if that’s the general instruction TOMMY HILFIGER’s employees receive from company while dealing with situations like that. She had humiliated me in front of other customers, and this is definitely not right!
Looking forward to hearing back from you AS SOON AS POSSIBLE.
Marcos
#badcustomerservice
#poorcustomerservice
#disrepectful
#worse
#badexperience